Restoration customer service representative job description
A restoration customer service representative runs the office phone line and keeps owners and adjusters informed on each flood, fire or mold job until it closes. They schedule inspections and adjuster visits, send the claim papers the insurer asks for, and return calls while the owner's home or shop is torn open.
By the HireBus team · Updated · Pay data: BLS, May 2025
Restoration Contractors - Customer Service Representative
Company Name:
[INSERT COMPANY NAME HERE]
Department:
Operations
Reports to:
[Office Manager or Operations Manager]
Location:
[INSERT LOCATION HERE]
1. Position Summary
Serve as the primary point of contact for restoration contractors, ensuring seamless customer service and support during restoration projects. Manage incoming calls, schedule inspections, and coordinate interactions between contractors, insured clients, and insurance providers. Play a vital role in maintaining high levels of customer satisfaction while supporting the overall operational success of restoration projects.
2. Essential Duties and Responsibilities
Answer and field calls from customers and restoration contractors promptly and professionally.
Schedule inspections and coordinate appointments to meet contractor and insurance schedules.
Manage customer interactions and provide updates during restoration project progress.
Liaise with insurance providers to facilitate claim processes and resolve queries effectively.
3. Key Tasks / Daily Activities
Handle incoming customer and contractor calls and emails.
Schedule and confirm inspection appointments in coordination with project timelines.
Maintain detailed records of customer interactions and project notes.
Follow up with customers post-inspection to ensure their concerns are addressed and satisfaction is achieved.
4. Key Performance Indicators (KPIs)
Average Call Response Time: under 30 seconds per call.
Appointment Scheduling Accuracy: 95% compliance with scheduled times.
Customer Satisfaction Rating: >4.8 stars.
Callback Rate: <5% for follow-up issues.
5. Required Qualifications and Skills
High School Diploma or equivalent; college degree preferred.
Minimum of 2 years’ experience in customer service, preferably in the home services or restoration industry.
Excellent communication and interpersonal skills with a focus on customer care.
Proficiency in scheduling and customer management software systems.
6. Preferred Experience
Experience working closely with restoration contractors or in a restoration services environment.
Background in insurance claims assistance or related work in property restoration.
Proven track record of maintaining high customer satisfaction in a service-based industry.
7. Physical Requirements
Ability to sit for extended periods while handling phone calls and computer work.
Occasionally required to lift up to 20 lbs for document handling.
Frequent use of a computer and telephone in an office setting.
Occasional visits to job sites may require walking on uneven surfaces.
8. Work Environment and Schedule
Typical work schedule is Monday through Friday, 8:00 AM to 5:00 PM.
Occasional need to adjust schedules to accommodate contractor and customer availability.
Office-based role with periodic travel to local job sites as needed.
May require occasional evening or weekend availability during peak project times.
9. Compensation and Benefits
Hourly rate ranging from $18 to $22 per hour based on experience.
Eligibility for performance bonuses based on customer satisfaction and scheduling efficiency.
Health, Dental, and Vision insurance coverage.
401(k) with company match and additional fringe benefits available.
10. Company Culture and Overview
At [INSERT COMPANY NAME HERE], we foster a culture of innovation, collaboration, and mutual respect. Our team is dedicated to providing exceptional service in the restoration industry, and we invest in our employees’ personal and professional growth. We believe in empowering our team members to succeed and take pride in being a supportive and inclusive workplace.
11. How to Apply
If you meet the above criteria and want to be part of a growth-oriented company focused on customer satisfaction, please send your resume to [INSERT EMAIL HERE] or apply online at [INSERT WEBSITE LINK HERE].
Need help filling this role? HireBus posts the ad, Iris interviews every applicant by phone before you do, and you decide who to hire. Start hiring now
What changes when every customer has an insurance claim
Most customer service work is done once the order ships. Here one job can run for months, with an insurer, a mortgage lender and sometimes an outside mold assessor in the loop.
Long jobs bring a steady stream of status calls
A burst pipe can start with air movers and dehumidifiers on day one and end with new cabinets months later. In between come a claim, a rebuild estimate and maybe a permit. Owners call to ask where things stand. A good CSR opens the job file first, gives a straight answer with a date, and writes down what was promised.
Adjusters want papers, and they want them fast
Adjusters ask for signed work orders, photos, drying logs, bills and change orders. Requests come by email or through the carrier's online portal, tagged with the claim number. The CSR sends what was asked the same day and logs it in the job file. If an approval sits too long, the CSR tells the project manager.
The mortgage company is on the check
Owners call confused when the insurance check names their lender too. New Jersey's banking and insurance department explains why: the lender is listed as the loss payee, so checks are likely made out to both. Some lenders also pay out in stages as repairs move along. A CSR who can explain this keeps payments from stalling. Source: New Jersey Department of Banking and Insurance: insurance proceeds and your mortgage.
Some mold jobs need an outside assessor
Whether mold work needs a license depends on the state. Texas licenses mold assessment and mold cleanup separately, and one company may not do both on the same project. Where a rule like that applies, the CSR books the outside assessor, tracks when the report comes back, and tells the owner when your crew can start. Source: Texas Department of Licensing and Regulation: mold assessors and remediators FAQ.
Follow-up calls protect your reviews
After the inspection and once more when the job wraps up, the CSR calls to ask how it went. Small problems get fixed before they turn into a one-star review. Asking every customer for a review is fine. Paying for good ones is not: FTC rules ban any reward that depends on a review being positive or negative. Source: eCFR: 16 CFR 465.4, buying positive or negative consumer reviews.
How much restoration customer service representatives make
Customer service representatives who work for remediation companies earned a median of $22.79 an hour ($47,400 a year) in May 2025, according to the Bureau of Labor Statistics. That’s above the $44,770 median for customer service representatives in all industries. About 1,270 of the 2,595,750 customer service representatives in that survey work for remediation companies.
Hourly with overtime is the norm. The blueprint mentions a bonus too; base it on results this job can move, like inspections that went ahead as booked and owner comments about the office.
Remediation companies
$47,400$47,400 median Middle half $41,410–$51,870 10th–90th $37,490–$62,710
All industries
$44,770$44,770 median Middle half $36,870–$51,780 10th–90th $31,750–$63,590
$20k$30k$40k$50k$60k$70k
10th–90th percentileMiddle halfMedianAnnual pay, May 2025. Source: BLS Occupational Employment and Wage Statistics.
Annual pay by percentile
Group
10th
25th
Median
75th
90th
Remediation companies
$37,490
$41,410
$47,400
$51,870
$62,710
All industries
$31,750
$36,870
$44,770
$51,780
$63,590
BLS doesn’t publish pay for restoration contractors on their own. These figures cover remediation and other waste management services, which include them. Post a real range for your market in the ad.
The pay line in the template above is an example from our Role Blueprint. Set yours from these figures and what local companies pay.
Skills to hire for, and what you can teach
Hire for these
Stays patient with owners whose house is torn apart and who want answers now
Writes short emails an adjuster can act on without calling back
Logs every call in the job file, with the date and who said what
Keeps promised callbacks on time across many open claims
Knows when to hand a call to a project manager instead of guessing
Teach these on the job
The path of a claim, from first notice of loss to final payment
Restoration terms such as pack-out, dry standard and supplement
Your job management system and claim file checklist
What your mitigation, contents and rebuild teams each handle
Your state's mold licensing rules, if it has them
Restoration offices track jobs in restoration software like DASH, Albi, PSA or Xcelerate, while estimates live in Xactimate and site photos in apps like Encircle. Set up the phone system so each call is logged to the job, and the file shows who said what.
Restoration customer service representative interview questions
They have their own page: 6 questions that test this job, what strong and weak answers sound like, and a work exercise to run with your finalists.
Start from the targets in the blueprint, then pull a month of phone reports and survey results before you settle on yours, and expect storm weeks to look different.
Average Call Response Time
Time from the first ring until a person picks up, taken from your phone reports. Split daytime from nights and weekends, when an answering service or on-call phone often takes over.
Appointment Scheduling Accuracy
Out of all inspections and adjuster meetings booked, how many happened at the set time with the right people there. Note why each one missed, such as no reminder call or a bad address.
Customer Satisfaction Rating
The mean rating on the survey each owner gets at job close. The comments show the office's part of the experience: slow callbacks, unclear next steps, or updates that never came.
Callback Rate
Calls where an owner or adjuster rang back about something the office should already have handled. Tag them in your phone or job system and review them every week.
Career path
Insurance agency or front desk jobLearns claim terms, scheduling and calm customer care.
Customer Service RepresentativeBooks inspections, feeds adjusters paperwork, keeps owners informed.
Project coordinatorBuilds claim files and supplements for the project managers.
Project ManagerWith Xactimate training and field time, runs losses from scope to final walk-through.
What does a restoration customer service representative do?
They answer the office line and handle the people side of each job. A new loss call gets the basics and goes straight to dispatch. After that, they schedule inspections and adjuster visits, send papers the insurer asks for, and return owners' calls about progress. They follow up after visits, too. Every contact goes in the job file, because an adjuster, a bookkeeper or a lawyer may read it months later.
How much does a restoration customer service representative make?
Customer service representatives who work for remediation companies earned a median of $22.79 an hour ($47,400 a year) in May 2025, according to the Bureau of Labor Statistics. The middle half earned between $41,410 and $51,870 a year. Pay also depends on your local market, experience and overtime.
How is a restoration CSR different from a restoration dispatcher?
The dispatcher decides which crew and which equipment go where, often hour by hour. The CSR looks after the people around the job: the owner, the adjuster, a tenant or property manager, the lender. A small shop may combine the two. Once several crews are running, keeping them apart means owners still get a callback on a morning when dispatch is buried in new losses.
What do restoration customers call the office about most?
Where the job stands, when the crew is coming back, and when they get their things back from the contents team. Owners also ask why the drying equipment is so loud and whether they can switch it off at night. The CSR should know the answers your project managers want given, and when to pass the question to them.
What background works well for a restoration CSR?
Work that mixed upset callers with paperwork. Insurance agency staff already know claim numbers, deductibles and adjusters. Property management offices, medical front desks and home service call centers teach patience and scheduling. Restoration terms can be learned on the job. Calm judgment on a hard call is harder to teach.
Does a restoration CSR ever go to job sites?
Now and then, to get a signature, drop off papers, or meet an owner who doesn't use email. Wet and burned buildings have hazards office staff may not spot, such as soaked ceilings and soot. Set a rule that the CSR stays out of work areas unless a project manager or crew lead walks them in.
Customer Service Representative in other industries
